Description :

About the job :

The ServiceNow Senior Business Analyst will act as a strategic liaison between business stakeholders and technical teams, translating business needs into scalable ServiceNow solutions. The role requires deep understanding of ITSM/ITOM/HRSD/CSM processes, strong stakeholder management, and experience delivering enterprise-grade ServiceNow implementations.

Key Responsibilities :

Business Analysis & Stakeholder Management :

- Engage with business stakeholders, process owners, and SMEs to gather, analyze, and validate requirements

- Facilitate workshops, discovery sessions, and requirement walkthroughs

- Translate business needs intofunctional requirements, user stories, and acceptance criteria

- Manage requirement traceability throughout the delivery lifecycle

- Act as the primary point of contact for business clarifications and change requests

ServiceNow Functional Expertise :

Provide functional leadership across ServiceNow modules such as :

- ITSM (Incident, Problem, Change, Request)

- ITOM

- HR Service Delivery (HRSD)

- Customer Service Management (CSM)

- CMDB & Discovery (good to have)

- Define and optimize workflows, catalog items, SLAs, business rules, and UI policies

- Ensure alignment withServiceNow OOTB best practices and minimize customization

Solution Design & Delivery Support :

- Collaborate with ServiceNow architects, developers, and QA teams to ensure correct implementation

- Review solution designs for functional accuracy and business alignment

- Support sprint planning, backlog grooming, and release planning

- Participate in SIT/UAT planning, execution, and defect triage

- Support go-live activities, training, and post-production stabilization

Governance & Continuous Improvement :

- Ensure compliance with organizational governance and ServiceNow standards

- Identify opportunities for process improvement and automation

- Drive adoption, value realization, and continuous service improvement

- Support reporting, dashboards, and KPI definition

Required Skills & Qualifications :

Functional & Domain Skills :

- Strong experience as aBusiness Analyst on ServiceNow platform

- In-depth knowledge of ITIL processes (ITSM)

- Experience working inAgile / Scrum delivery models

- Strong understanding of enterprise service management concepts

Documentation & Tools :

Expertise in :

- BRDs, FRDs, user stories, process flows, and wireframes

- JIRA / Azure DevOps / ServiceNow Agile module

- Visio, Miro, or similar process-mapping tools

Soft Skills :

- Excellent communication and presentation skills

- Strong analytical and problem-solving abilities

- Ability to influence stakeholders and manage expectations

- Experience working with global and cross-functional teams

Certifications (Preferred) :

- ServiceNowCertified System Administrator (CSA)

- ServiceNowCertified Implementation Specialist (ITSM / HRSD / CSM)

- ITIL v4 Foundation or higher

- CBAP / CCBA (good to have)

Nice to Have :

- Experience with ServiceNow upgrades and re-implementations

- Exposure to integrations (REST, SOAP, MID Server concepts)

- Experience in large enterprise or multi-vendor environments

Desired Skills and Experience : Business System Analyst, ServiceNow